Expert Helpdesk & Operational Management - Lahore

Expert Helpdesk & Operational ManagementLocation : LahoreIndustry : TelecommunicationsLocation: LahoreLast date to apply: 9th Feb 2024What is a Expert Helpdesk & Operational Management?Help Desk & Operational Management Specialist executes Provisioning & De Provisioning of services in HLR, Order Management, and Notifications Management of system and network downtimes etc., performs daily reporting of team's tasks. HDOM specialist understands Business SOPs & processes, who are the stake holders, get aligned to the ongoing tasks, projects and deliverables. Develops in-depth understanding of Jazz philosophy and framework. Ensures that activities are handled within defined KPIs according to agreed standard operating procedures.What does Expert Helpdesk & Operational Management does?Processes Provisioning & De Provisioning of services in HLRProcesses daily Order Management of provisioning failures at HLRPerforms Notifications Management of systems and network downtimes and update all stake holders during the complete life cycle of downtimes in timePerforms daily audit & reporting of team's tasksMeets the defined KPIsExhibit Jazz values in totality on daily basisFollows up escalated/disputed cases in order to provide end to end resolutionCoordinates closely with Team lead on day to day tasks for continuous improvement and business value additionsDoes root cause analysis of activities/complaints and coordinate with Team lead to resolve them permanentlyEnsures performance as per the Service Level Agreements and assigned Key Performance IndicatorsEnsures continuous process improvementIdentifies improvement areas and comes up with concrete proposal/plans and discuss with Team Lead/ManagerEnsures effective and efficient communication with front and backend teams in order to quickly handle customers' issues.Revises and/or formulates existing policies to improve customer experience furtherTakes ownership and ensure timely resolution of customer complaintsJazz is an equal opportunity employer. We celebrate, support, and thrive on diversity and are committed to creating an inclusive environment for all employees.RequirementsWhat are we looking for and what does it require to be Expert Helpdesk & Operational Management?A seasoned professional with adequate experience in managing customers and resolving their complaintsProven track record of managing end-to-end coordination for customer query resolutionThe individual should have the telecom product knowledge and hands-on expertise in customer management systemsAn analytical thinker who can ascertain the improvement areas with regards to customer experienceAdept in stakeholder management for the closure of respective action plans while ensuring standardization across the boardStrong Leadership aptitude to manage customer expectations vis a vis the desired outcome for improved customer experienceAs one of the leading employers in the country, Jazz epitomizes the philosophy that each Jazz employee is passionately living a better every day inspired and enabled by visionary leadership, a unique professional culture, a flourishing lifestyle, and continuous learning and development.Our core values include qualities essential for a positive organizational culture - truthfully guiding entrepreneurial and innovative mindsets, harnessing professional and interpersonal collaboration, and fostering across-the-board customer-obsession.As one of the largest private sector organizations in Pakistan, our objective is to continue to change the lives of our 70 million customers for the better. This is an opportunity for someone who wants to be part of something transformative, someone who can play a critical role in driving our success. Together, we can empower millions more with the tools necessary to progress in an increasingly digital economy.

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